There are several rapidly moving trends that are transforming CRM services and making them more useful all the time.
The first major trend is Software-as-a-Service (SaaS). CRM is now usually purchased as a service, rather than as software. This means that the data and user interface are Web-based and can be accessed by any device connected to the Internet. In previous years, CRM was most often found in the form of sales management software or contact management software that was installed on, and resided upon, a company or user's computer. Gartner says that sales of CRM as a service have cannibalized sales of stand-alone software. This trend toward SAAS means that your data will be stored online, where it is actually more secure than on your own computer. It's less likely for someone to gain unauthorized access to your data when it's behind a CRM service firewall. Also, it's less likely for your data to be damaged or destroyed, thanks to the redundant backups maintained by online CRM services. Finally, when you use software as a service, you can be confident that your CRM software is continually updated by your service provider and that you aren't relying on old software.
Social Networking Integration
Another major trend in CRM is social networking integration. In just a few short years, most CRM services & sales software programs have enhanced their offerings with easy social networking connections. Now, your customer service and sales programs dovetail with Facebook, LinkedIn, Twitter, and other major social networks. You can use your social networks as gateways into your sales management/CRM system.
A third trend in CRM services and sales software is integration with mobile devices such as tablet computers and smartphones. Most CRM service providers are mobile-ready, allowing users to access and utilize CRM and sales functions through mobile phones and tablets. They also optimize outgoing messages for mobile delivery.